FOI Request - Contact Centres
Request 101003013520
Contract 1 - contact centre/call centre contracts
Please send me the following information for each provider:
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.
7. Number of Agents; please provide me with the total number of contact centre agents.
8. Number of Sites; please can you provide me with the number of sites the contact centre covers.
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. E.g., JAN-MAR, APR, JUNE.
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
12. Number of email users: Approximate number of email users across the organisations.
Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres.
The second part of my request relates to the use inbound network services contracts which could relate to one of the following:
1. 0800, 0845, 0870, 0844, 0300 number
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)
For contract relating to the above please can you provide me with?
1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: The person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.
I'D BE VERY GRATEFUL IF YOU WOULD INPUT THE INFORMATION INTO THE SPREADSHEET ATTACHED.
Response 23-09-2022
1. Lagan (Verint)
2. The response to your request can be found here: http://www.moray.gov.uk/downloads/file101332.pdf
3. The response to your request can be found here: http://www.moray.gov.uk/downloads/file101332.pdf
4. Not held. No review date set. Information that is not held falls under Section 17 of the Freedom of Information (Scotland) Act 2002 - Information not held.
5. Customer Relationship Management system and integrators to back end systems
6. Andy Donegan, Customer Development Manager, andy.donegan@moray.gov.uk, 01343 563107
7. 14.74FTE
8. 1
9. Verint
10. Jan-Mar
11. Currently using Exchange 2013, but will be moving to Exchange 2016/hybrid to make use of Microsoft Exchange Online
12. 1850
Inbound network services contracts:
1. BT & Vodafone
2. Circa £2,500
3. N/A
4. N/A
5. Out of Hours Emergency, Contact Centre Services, Schools Information Service
6. Contact details for the Council can be found here: http://www.moray.gov.uk/moray_standard/page_100047.html